Cascade Maverik: Customer Solutions Representative

Bauer Hockey/ Cascade Maverik Lacrosse•Liverpool, NY

4d•Hybrid

About The Position

This role is a key member of our Sales and Customer Solutions Team, directly connecting with our customers and influencing their Cascade Maverik experience. Reporting to the Customer Solutions Team Lead, the Customer Solutions Representative is responsible for leading the delivery of extraordinary customer solutions that both meets, and exceeds the expectations of both our internal and external customers.

Requirements

BS or BA in Business, Communications or related field- or equivalent years of relevant and related experience.
2+ years of customer service experience.
Excellent written and verbal communication skills.
Experience with SAP system preferred.
Must be fluent with Microsoft Office programs and comfortable learning new software programs.
Consistently maintain a pleasant and friendly demeanor.
Maintain and promote a "can do" attitude.
Effective problem solver who can analyze problems, generate options and choose courses of action.
Ability to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
Must be able to demonstrate empathy for customer’s situation in all cases.
Able to work overtime and travel as necessary.

Responsibilities

Respond to all customer inquiries, orders and/or complaints via phone, email, websites and social media, using superb customer service skills to ensure positive results and customer satisfaction.
Understand and execute actions to produce orders.
Collect information and details from customers to prepare customer orders.
Maintain a clear understanding of internal department processes to execute detailed custom orders accurately and in a timely manner.
Track shipment of product from factory to delivery to customers.
Research and validate claims, and in turn prepare the appropriate credits and/or debits.
Manage customer warranty returns & authorized stock returns.
Maintain good understanding of current and upcoming products and customer contract information.
Manage exceptions in a timely manner and within the published guidelines.
Deliver pleasant, professional, accurate and timely information to customers.
Maintain accurate order files and accurate order entry using SAP system.
Ensure compliance with current sales programs and customer delivery requirements, adherence to vendor guidelines and maintain open order files to update information for current inventory availability and customer requirements.
Make appropriate suggestions for substitutions of unavailable products, inform customers of new products in stock, and make order suggestions based on extensive knowledge of both product and customer history.
Frequent communication with all related departments (credit, product, warranty, sales management, supply & demand) to ensure customer satisfaction and to create a positive and successful, team-oriented work environment.
Partner with credit department regarding customer block removal.
Collaborate with the distribution center to ensure execution of product launches, and timely deliveries.